Ellie English

Ellie English is a Co-Founder and Director at Sirius Strategy, a boutique professional services company specialising in people-centric innovation and transformation. She has over 15 years of experience helping organisations transform each function of the business from being product-centric to customer-centric. She currently works with both Government and corporate organisations to drive transformational change starting with the Executive level and across each level of the organisation.Ellie is also a sessional academic at the University of Technology Sydney in Australia.

Given the changes and evolution in customer experience evaluation techniques, emerging new technologies and Big Data, is NPS still an effective metric to assess the health of your customer experience and predict customer loyalty?

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

Expectations for service and support continue to rise. Creating an experience to meet customer expectations includes digital service channels, but internal operations and processes must also support the delivery of a pleasing end-to-end service experience. Customer service and support executives discuss real-world results and reveal best practices for success.

Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Join now to get "10 Big Ideas for Customer Experience Success," an e-book of thought leadership articles. Members receive weekly Advisor newsletter with Editor’s Picks and Alerts of insightful content and events.

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